Terms and conditions of service

SERVICE PROVIDER IDENTIFIER

Owner: RILIVIUM, S.L.
Registered Address: C/ Ferraz 90, Bajo Izquierdo. – 28008 – Madrid (Madrid)
CIF/NIF: B72578768
Public Registry: Registered in the Madrid Mercantile Registry, Volume 44153, Folio 101, Section 8ª, Page M-778633, Entry 1.
Phone: 913150992
Email: info@rilivium.com

PURPOSE

This document provides all users and clients with the terms of use and registration applicable to our online service platform www.rilivium.com and the services we offer. It outlines all rights and obligations of the parties involved.

All users who visit or access our platform and/or use any of the services provided accept the terms of use and the privacy policy, as well as any future modifications and/or additional legal texts that may be included. If you disagree with any of the conditions, you may unsubscribe from the service at any time or, if you are not a registered user, leave the platform.

In addition to these conditions, each service provided may be governed by specific terms of use and registration, which the user must expressly accept before using and/or contracting the service.

USER REGISTRATION AND ACCESS

REGISTRATION PROCEDURE

Any user over 18 years old who has the legal authority to act on behalf of a third party (either an individual or a legal entity) may register on our platform.

To do so, they must complete the registration form, enter the requested data, and accept the terms of use, registration, and privacy policy, which will govern the relationship between the user and the service provider.

Once registered, users will have access to the platform using their username and password to contract and manage services, access their personal information, and complete their user profile.

1. ELECTRONIC SERVICE CONTRACTING

PRE-CONTRACTING INFORMATION

In accordance with Article 23 and subsequent articles of Spanish Law 34/2002 on Information Society Services and Electronic Commerce, contracts concluded electronically will have the same legal validity as physical contracts, provided both parties’ consent can be verified.

For these purposes, completing the registration process and making any required payments will be considered as express consent for the contracting of services.

Additionally, and in accordance with Article 27 of the same law, users will have access to all relevant contracting information before starting the process.

The following conditions apply to all services available through www.rilivium.com, unless otherwise expressly stated.

2. CONTRACTING PROCEDURE

The service contracting process is conducted entirely electronically through our platform, with no physical presence of the parties required.

Any user with internet access can initiate the contracting process, provided they are registered on the platform, as registration is a mandatory prerequisite.

The contracting process consists of three phases, clearly visible throughout the process:

  1. User identification
  2. Service selection and payment method choice
  3. Service confirmation

To contract a service, the user must select their desired service and click the purchase button to initiate the contracting process.

Once the service is selected, the platform will display a summary of the transaction, including the service details, applicable taxes, total cost, and payment method.

To proceed, users must accept the contracting conditions. If an electronic payment method is chosen, the user will be redirected to a secure external payment gateway, ensuring that www.rilivium.com never accesses or stores credit card or payment details.

Once the payment is completed, the platform will display a summary of the transaction.

For credit card payments, transactions will be processed via the bank’s secure payment gateway, which operates independently from the service provider.

Within 24 hours, the user will receive an email confirmation containing all service details. This document serves as proof of purchase and must be retained for any future claims, accompanied by the corresponding payment receipt.

All transactions will be stored in a secure database for tracking and security purposes.

3. RIGHT OF WITHDRAWAL

In compliance with Royal Legislative Decree 1/2007 and Article 45 of Law 7/1996 on Retail Trade, the user has the right to withdraw from the contract within a specific timeframe from the moment the service is purchased.

To exercise this right, the user must submit a written request to one of the following addresses, explicitly stating their request to exercise their right of withdrawal:

Postal Address: C/ Ferraz 90, Bajo Izquierdo. – 28008 – Madrid (Madrid)
Email: info@rilivium.com

It is the user’s responsibility to provide proof that they have exercised their right of withdrawal in accordance with the legal requirements.

Once the withdrawal request is received, the amount paid will be refunded (excluding shipping and administrative costs, if applicable) within a maximum of 14 calendar days, using the original payment method or a bank transfer.

⚠ This right of withdrawal is only applicable if the user has not yet used any of the contracted services.
If the user has already used any of the services, the right of withdrawal will no longer apply.

4. USER OBLIGATIONS

During the validity of this contract, the user agrees to:

  1. Not use the platform for unauthorized purposes, such as reselling services, providing unauthorized software access, or facilitating access to third parties.
  2. Not attempt to decompile, reverse-engineer, or modify any software, system, or algorithm related to the platform.
  3. Not publish or distribute illegal, offensive, or copyrighted material through the platform.
  4. Not overload or attempt to destabilize the platform, including actions such as denial-of-service (DDoS) attacksor similar activities.
  5. Not attempt to exploit vulnerabilities in the platform’s security.
  6. Not develop a similar platform using reverse engineering or unauthorized extraction of platform data, as this could be considered an act of unfair competition.
  7. Not alter or remove copyright, trademarks, or legal disclaimers associated with the platform.
  8. Allow the platform to display contextual advertisements.
  9. Pay all required service fees in the agreed time and manner.
  10. Report any security issues or suspicious activities detected on the platform.

If a user violates any of these obligations, RILIVIUM reserves the right to suspend or terminate the user’s access without notice.

5. WARRANTIES AND RESPONSIBILITIES

RILIVIUM is fully committed to ensuring that its services function correctly and as agreed with users. However, there are situations where RILIVIUM is not responsible for user actions, including:

  1. Third-party content: If information is published on the platform by users or third parties, RILIVIUM is not responsible for its accuracy or legality.
  2. Technical issues beyond our control: If the platform is unavailable due to external technical problems, force majeure, or third-party interventions.
  3. User misconduct: If a user distributes offensive, illegal, or defamatory content using the platform.
  4. Cybersecurity threats: If a user introduces viruses, malware, or any other harmful software that affects other users or the platform itself.
  5. Third-party service failures: If a service provided through RILIVIUM depends on external companies (e.g., hosting, payment gateways) and these services fail.

If a service is unavailable for more than 72 hours due to technical failures reported by the user, the user may terminate the contract and request a refund for the unused portion of the service. Refunds will be issued via the same payment method used or by bank transfer.

⚠ If any content on the platform violates applicable laws, RILIVIUM commits to removing it immediately upon verification.

6. INTELLECTUAL AND INDUSTRIAL PROPERTY RIGHTS

RILIVIUM is fully committed to protecting intellectual property rights. The following conditions apply:

6.1. Platform Ownership

  • RILIVIUM guarantees that it is the legitimate owner of the platform and that no legal disputes exist over its ownership.
  • The user acknowledges that RILIVIUM holds all rights over the platform, software, developments, methodologies, and technical components.
  • Users are strictly prohibited from modifying, copying, or reproducing any part of the platform without prior authorization.
  • The platform’s software, graphics, text, databases, and documentation are the exclusive property of RILIVIUM.

6.2. User-Generated Content

  • Any content uploaded or managed by users remains the property of the user.
  • RILIVIUM acts solely as an information storage provider and does not claim ownership over user content.

7. DATA PRIVACY AND CONFIDENTIALITY

In compliance with EU Regulation 2016/679 (GDPR), all personal data provided during platform use will be processed according to our Privacy Policy, which users must expressly accept before registering.

Users have the right to access, rectify, delete, or object to the processing of their personal data. These rights can be exercised by following the instructions in our Privacy Policy.

8. TEMPORARY CONDITIONS

These terms will come into effect on the date of service contracting and will have a duration of one year, automatically renewing for successive annual periods.

Either party may terminate this contract by providing written notice at least 30 days in advance before the start of the next period.

However, services purchased as bundled packages or promotions may have a specific shorter duration, which will always be indicated before contracting.

9. ECONOMIC CONDITIONS

  • The rates applicable to each service available on the platform are exclusively those published online.
  • In case of typographical or transcription errors in pricing, RILIVIUM will correct the error and notify the user.
  • If payment is made by direct debit, the user expressly authorizes RILIVIUM to process recurring charges.
  • Services may be canceled within 7 days if an error in pricing or applicable taxes is detected.
  • RILIVIUM reserves the right to modify service rates and will publish any changes clearly on the platform.
  • Unless stated otherwise, rate changes will not have retroactive effects.
  • All contracted services will be properly invoiced and must be prepaid before service delivery or charged at the end of the month, depending on the agreed payment method.
  • Payments can be made via direct debit or credit card. RILIVIUM does not have access to users’ banking or credit card details.
  • All prices will be subject to applicable taxes, which will be clearly reflected in each transaction summary.

10. CANCELLATION POLICY, SERVICE TERMS, AND CONDITIONS

(Effective as of March 1, 2025)

10.1. Group Class Cancellations and Changes (Pilates, Group Training, Hypopressives)

10.1.1. Cancellations or Changes in Advance

  • Group class cancellations or modifications must be made at least 12 business hours in advance, considering RILIVIUM’s working hours:
    • Monday to Friday: 9:00 AM – 9:00 PM
    • Saturday: 10:00 AM – 2:00 PM
  • For classes scheduled at 9:00 AM, 10:00 AM, and 11:00 AM, except on Mondays, cancellation must be made before 5:00 PM the day before.
  • For Monday classes at 9:00 AM, 10:00 AM, and 11:00 AM, cancellation must be made before 2:00 PM the previous Saturday.

10.1.2. Late Cancellations or Changes

  • If cancellation is not made within the specified period, the class will be considered forfeited without the possibility of rescheduling.
  • Exception: If a user presents a medical certificate, they may reschedule the class subject to availability.

10.1.3. Class Rescheduling

  • Canceled classes with prior notice may be rescheduled within the same month, subject to availability.
  • The user is responsible for requesting a reschedule in advance to ensure availability.
  • If the user does not renew or freeze their membership for the following month, unused classes will be lost at the end of the current month.

10.2. Membership Freezing for Extended Absences (Vacations, etc.)

10.2.1. Available Options for Users with Extended Absences

Option 1: Membership Hold with Reduced Payment

  • If a user is absent due to vacation or personal reasons, they may guarantee their spot by paying 50% of the monthly fee.
  • The absence must be notified at least 15 days in advance.
  • This payment is a “SPOT RESERVATION GUARANTEE” and does not include any sessions during the frozen period.

Option 2: Absence Without Holding the Spot

  • If the user does not pay the 50% hold fee, their spot will be automatically released and may be assigned to new clients.
  • RILIVIUM does not guarantee the availability of the user’s previous schedule upon their return.

Absences Due to Medical or Force Majeure Reasons

  • If a user is absent due to illness or force majeure and presents a medical certificate, they may choose between:
    1. Spot Reservation: Paying 50% of the monthly fee to keep their spot.
    2. Membership Release: Without a hold fee, but with priority on the waitlist upon return.

10.3. Payment Terms and Membership Modifications

  • The monthly payment will always correspond to the selected membership type (1, 2, 3, or 4 weekly classes).
  • Users can upgrade their membership for a specific month without prior notice.
  • Downgrading to a lower membership is not permitted for periods shorter than three months.
  • All payments will be processed via direct debit as of March 1, 2025.

10.4. Extra Weeks in a Month

  • Membership fees remain fixed monthly, regardless of whether a month has 4 or 5 weeks.
  • If a user’s scheduled day falls within a 5-week month, they may attend 5 times at no additional cost.
  • If the user is unable to attend the extra class, it cannot be rescheduled.
  • The additional class in 5-week months is a benefit, not a recoverable or transferable right.

10.5. Rejoining After Spot Release

  • If a spot was released due to illness or force majeure (with a medical certificate), the user will have priority on the waitlist.
  • If a spot was released for any other reason, the user will be added to the end of the waitlist.
  • Rejoining will always be subject to class availability.

10.6. Cancellation or Modification of Individual Sessions

(Physiotherapy, Personal Training, Private Pilates, INDIBA)

10.6.1. Cancellations in Advance

  • Cancellations or modifications for individual sessions must be made at least 12 business hours in advance.

10.6.2. Late Cancellations

If a session is canceled outside the required timeframe, the following conditions apply:

  • Users with a package: The session will be deducted from the package.
  • Users with pre-paid sessions: The payment for that session will be forfeited.
  • Users without prior payment: The corresponding fee must be paid.
  • Exception: If the user provides a medical certificate, the session may be rescheduled subject to availability.

10.7. Validity of Packages

10.7.1. Group Pilates and Group Training Packages

  • Packages are valid until the last day of the month in which they were purchased.
  • Packages must be renewed within the first 7 days of each month, or during the last week of the previous month.
  • Classes not used within the month will not be carried over to the following month.
  • To reschedule a class, the user must purchase the following month’s membership.

10.7.2. Physiotherapy, INDIBA, Private Pilates, and Personal Training Packages

  • These packages are valid for one year from the purchase date.
  • They may be shared among multiple people.

11. Refunds and Cancellations

  • No refunds will be issued for missed sessions or for canceling an already purchased package.
  • Partial or full refunds will not be issued, except in exceptional cases of force majeure, which must be justified and approved by RILIVIUM management.
  • If a user notifies RILIVIUM before the start of the month that they will not be able to attend, they may choose to:
    • Transfer their package to another person (subject to approval).
    • Freeze their package by paying the 50% Spot Reservation Guarantee (to retain their place for future return).

12. Right of Admission

  • RILIVIUM reserves the right of admission for all classes and services.
  • Additionally, RILIVIUM reserves the right to modify the terms of service and package conditions as needed to ensure the proper functioning of the center.

13. Money Refund Policy

  • Users may request a refund if they have not used the service.
  • In exceptional cases and subject to mutual agreement, refunds may be issued even after the service has been used.
  • Refunds will be processed via bank transfer within a timeframe of no sooner than 60 days after the initial payment and no later than 120 days after that date.

14. Acceptance of the Policy

  • By registering with RILIVIUM and making a payment, the user expressly accepts these terms and conditions.
  • RILIVIUM reserves the right to modify these policies, providing prior notice to users.

15. Termination of Contract

This contract may be terminated under the following circumstances:

  1. Failure to comply with contractual obligations.
  2. Expiration of the contract’s term, provided that either party gives written notice at least 30 days in advance before the automatic renewal.
  3. Bankruptcy, insolvency, or similar legal proceedings affecting either party.
  4. Non-payment: Services will be automatically suspended the day after a missed payment. To restore access, the full outstanding balance must be paid.
  5. Dissolution, liquidation, or loss of legal identity of either party.
  6. Significant modifications to the essential conditions of the contract.

If the user unilaterally terminates the contract without valid justification, they waive any right to claim a refund for amounts already paid.

16. Alternative Dispute Resolution

In accordance with Article 14 of Regulation (EU) 524/2013, regarding online consumer dispute resolution, we provide the following link to the EU Online Dispute Resolution Platform:

🔗 https://ec.europa.eu/consumers/odr/main/index.cfm

17. Applicable Law and Jurisdiction

  • Spanish law shall govern any disputes arising from these terms and conditions.
  • Any legal conflicts shall be submitted to the courts of the user’s or client’s domicile.